Crumbl — Restaurant in Waldorf

All my visits have been great and smooth except for my very last visit. I placed an order in advance for curbside pick up at 8am. I decided to just go in since it was cold and had been snowing. When I got in, they said my order wasn’t ready despite the app saying it was. They only had chocolate chip and nothing else and asked if I’d be willing to return later in the day and my cookie order would be ready. The man at the front noticed it was a birthday order and acknowledged my daughter which I thought was lovely. They did apologize for the inconvenience and I agreed to come back.

Now the issue was when I returned hours later for my cookie order. There was only me and two other customers in the store at first so I figured everything would be quick. No it took about 10 minutes for someone to even acknowledge my presence even with my standing right at the front. Once acknowledged, I explained what happened and what I was told. The young lady went to the back to what I thought was to grab my “ prepared” order. Meanwhile the man from earlier came out and asked had I been helped realizing I was from earlier and I responded yes. Another 10 minutes passed when someone came out asking what cookies I wanted. I told them it is supposed to be two of each cookie. Well she mentioned one was sold out. I was a little disappointed because I thought my daughter’s cookies would be ready when I returned but they didn’t even have it together. By this time 5 or 6 customers had came in, ordered, and got their orders. After another 10 minutes passed, the man from earlier brought out my cookies and I was frustrated because I was told a cookie was sold out but saw several made right before my eyes. His response, “Oh you should have told me you wanted those, how many do you want?” I explained that I was told they were sold out and I thought my order would be ready for pick up. He explained they put sold out so they won’t get overwhelmed with orders and that he’s sorry for the wait. He went back exchanged two of my cookies for the right ones immediately.

I understand things happen. My issue is that the system said my cookies were ready and they were not. Then after agreeing to return later, I still had to wait another 30 minutes then being treated as if it was my fault when a quick acknowledgment would have solved the issue immediately. The cookies are good but I’m big on customer service. This last experience left me super disappointed. I’d hate to think how much longer I would had to wait if I had waited for...

I went to this location back on April 12,2025 for my daughter's birthday. During the Kardashian-Jenner picks when they were out. I placed an order 30 mins prior to pick up. When I arrived, the line was out the door, and people waiting in their cars. Needless to say, my order amongst many others were not ready, and the board which positions where you are in line isn't really accurate at ALL! Very misleading. I waited over 2.5 hours for cookies. That means I lost 2.5 hours of by daughters most important day because of the lack of urgency, professionalism that this location had. I only received. My cookies when one of the guys from the back who was making cookies, came outside to give an order to someone and I was standing at the door to go in yet again to see my placement in line, and I asked him about my order. He said he would check and basically it was almost as if my order was ever made. They ran out of a particular cookie and no one had said anything. So I had to get another kind which was even more disturbing. Nevertheless, this young man went the extra mile, prepared my order and had it to me with his extended apologies for the excessive wait. I left a review the same day through the app and I didn't receive any type of apologies from the corporate or anything. Just a terrible experience overall. Had it not been my daughters birthday and she not liked Crumbl so much, I would have NEVER waited that long for anything and would never eat at this establishment again. But, because I'm an awesome mom, I did what needed to be done to make her day special, and got her what she wanted.

Very dissatisfied with this location and...

I was very disappointed when I arrived today. I'm normally a patron of the crumble cookie locations in Vienna Virginia which is close to my job but I said today I would decide to just support the store closest to my home. Unfortunately I was very disappointed. First of all if the only thing you sell is cookies I find it unacceptable that early in the day you are sold out and have not out of stock. And then when I did arrive I stood in the front of the store and waited to speak to someone who worked there and none of the staff even bothered to come up to the front of the store to see if I needed help or what the issue was. The electronic board did not reflect accurate stock of what they had on their tablets. And online through the app they only had three available cookies in stock. So after waiting around for about 10 minutes and having other customers come in and out I just walked out of the store and place my order through the app via the Kingstown location in Alexandria and just had my husband bring my cookies home. This is the only location that is out of stock of the only thing they sell out of the at least six locations I have been to. And their customer service could definitely...